Great system, terrible installation experience
High Level List of Issues-
1. Did not follow plumbing code, (did not get a permit),
2. Did not follow my instructions, (even after agreeing to),
3. Deliberately tried to deceive me,
4. Left everything messy, inside and out,
5. Forgot to order my included soap bundle.
• Eventually, everything was resolved, and it is a great system, but I was promised a turn-key installation and I received no consideration for the installation circus that I endured.
tldr;
My new Culligan system is fully functional, but the initial two-day installation of this $11,000 system showed repeated lack of preparation, attention to detail, and basic professional standards. The process required constant intervention on my part to prevent avoidable mistakes, provide missing tools and materials, and ensure the work met reasonable expectations. Below is the full list of issues, and then the details, if space permits.
Full List of Issues
1. Installers arrived unaware of my installation requirements.
2. Attempted to bury SharkBite push-connect fittings, not rated for direct burial.
3. Ignored clear instructions on RO hose routing and drilled incorrect holes in cabinets.
4. Left sawdust and debris inside multiple kitchen cabinets and drawers.
5. Lacked basic tools and materials needed for the installation.
6. Installed low-voltage wiring with no slack, no strain relief, no wall plate, and mud indoors.
7.Left a caulk tube leaking onto my floor after use.
8. Damaged the faux-rock cover instead of using a proper conduit entry.
9.Installed tanks too close to the house for the cover to fit properly.
10. Attempted to disguise improper tank placement with mud rather than fix it.
11. Used white PVC not rated for UV exposure and left it fully exposed to sunlight.
12. They disabled the freeze-guard on the hose faucet and left it that way.
13. Appeared unprofessional after one installer became almost completely covered in mud.
14. Left the yard, flower-bed edging, trench and sidewalk covered with mud clumps.
15. This “one-day” installation required more than two full days.
Detailed Descriptions
1. Unaware that water main used copper pipe.
Despite submitting the required forms that clearly listed copper, the installers were unaware of this and therefore had no copper pipe in case more was needed.
2. Incorrect copper fittings
The lead installer initially planned to use SharkBite push-connect fittings, which are not rated for direct burial without additional protective steps. He was not aware of the limitations and explained, “we always do it this way.” The correct ProPress fittings had to be delivered along with the ProPress tool. Later he mentioned that the ProPress tool might not fit in the hole, so I suggested a bigger hole then, (uh, you think?)
3. Incorrect RO hose routing
I explicitly showed the installer where the RO hose should be routed and explained that the hose would be visible otherwise. While I was in another room, he drilled permanent holes low in the cabinets and routed the hose in a visible location. Upon my return, he explained that he lacked the necessary mounting clips. I had ample clips of various sizes on hand, so he had to drill new holes in the cabinets. This was so easily avoidable, and incredibly frustrating, that he chose to plow ahead despite my clear instructions, which he had agreed to.
4. Sawdust Left in Cabinets
After drilling two sets of holes in multiple cabinets, the installer announced that he was finished and started to leave the kitchen. I had to stop him and point out the sawdust below all the holes. He vacuumed in those areas, but later I found more sawdust in the lower cabinets. Another cleanup for me to do.
5. Missing Required Tools and Materials
The installer lacked essential items including a suitable masonry drill bit, a caulk gun, and caulk/sealant for the interior and exterior holes. I provided these items myself in hopes of keeping the install on schedule.
6. Improper Low-Voltage Wiring
The initial low-voltage wiring was completed with zero slack inside the house (image), such that the entire wire and caulking would need to be removed if the transformer ever failed. I explained the need for slack, a strain-relief bushing, a grommet, or wall plate, and that was resolved with a muddy bundle of wire that looked even less professional. This was eventually resolved by another installer on a third day, much later.
7. Caulk Tube Le@ Leaking
After using the caulking and drill bits that I provided, the installer left the tube in a way that caused it to spill onto the wood floor. I had to clean the mess and close the tube myself....